FOI request detail

Incomplete journey charges

Request ID: FOI-1397-2223
Date published: 22 September 2022

You asked
I would like to know how many incomplete journeys are charged for on a yearly basis. I was at the o2 seeing a band. After the event, the gates were kept open at Greenwich tube, and the gates were not active. I tapped out at West Kensington, and was charged £6 for an incomplete journey. There was no member of staff to ask, so i drove to Earls Court and was told that at midnight, the oyster card would reset. Apparently this is normal after a large event such as the o2. However, my oyster card did not reset, so tfl had £3.40 of my money. On a one-off, whilst it is annoying, I'm not going to moan too much over £3.40. But, if my journey is only one of hundreds of thousands, then there is a problem. Hence my question.

We answered

Our ref: FOI-1397-2223/GH

Thank you for your request received by Transport for London (TfL) on 9 September 2022 asking for information about Incomplete journey charges.

Your request has been considered under the requirements of the Freedom of Information Act 2000 and our information access policy. I can confirm that we do hold the information you require.

The information you have requested is published on our website here:  
 
https://tfl.gov.uk/corporate/publications-and-reports/oyster-card#on-this-page-4
 
For operational reasons when there are big events, gates may be left open to facilitate swift and safe access. When we do this, we change our systems so that where customers don’t touch out, we adjust their fare accordingly.
 
Our website can assist you with refunds if this has not been done automatically within 48hrs, link below for future reference:
 
https://tfl.gov.uk/fares/refunds-and-replacements/didnt-touch-in-or-out

If this is not the information you are looking for, or if you are unable to access it for some reason, please do not hesitate to contact me.

If you are not satisfied with this response please see the attached information sheet for details of your right to appeal.

Yours sincerely

Graham Hurt
FOI Case Officer
FOI Case Management Team
General Counsel
Transport for London

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